How to Handle Customer Complaints

Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation – a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 other people about their bad experience. It is important that we recognize complaints as opportunities, so we can sway these averages, one resolved complaint at a time.

Customers want to know someone is listening and they are understood, and they are hoping you are willing to take care of the problem to their satisfaction. No matter what the situation is, when a customer brings a complaint to your attention – even if they do it in a less-than-desirable way – be thankful. As the old saying goes, 'We can’t fix it, if we don’t know it’s broken'. Moreover, we must realize that improper handling of a customer complaint can be costly to the business.

Here are five strategies that will help you handle a customer complaint in a smooth and professional manner.

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When a customer comes with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand. 'Winning' the confrontation accomplishes nothing. A person who remains in control of his or her emotions deals from a position of strength. While it is perfectly natural to get defensive when attacked, choose to be the 'professional' and keep your cool.

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Let the irate customer blow off steam. Respond with phrases such as, 'Hmm', 'I see', and 'Tell me more'. Do not interrupt. As the customer vents and sees you are not reacting, he or she will begin to calm down. The customer needs to get into a calm frame of mind before he or she can hear your solution – or anything you say, for that matter.

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Let the customer know you hear what he or she is saying. If you or your company made a mistake, admit it. If you did not make a mistake and it is a misunderstanding, simply explain it to the customer: 'I can see how that would be incredibly frustrating for you'. You are not necessarily agreeing with what the customer is saying, but respecting how he or she perceives and feels about the situation. An excellent phrase for opening up this particular conversation would be, 'So, if I understand you correctly…' After the customer responds, follow up with, 'So, if I understand you correctly, we were to resolve the problem by noon today. I can see how that must be frustrating for you'. Then be quiet. Usually, the customer will respond with 'That's right' or 'Exactly'. By repeating to the customer what you think you heard, you lower his or her defenses, and win the right to be heard.

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After listening, take the initiative in the conversation. Now that the customer has calmed down and feels you have heard his or her side, begin asking questions. Be careful not to speak scripted replies, but use this as an opportunity to start a genuine conversation, building a trusting relationship with your customer. To help you understand the situation, get as many details as possible.

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This happens only after you have sufficient details. One thing to keep in mind: Know what you can and cannot do within your company's guidelines. Making a promise you cannot commit to will only set you back. Remember, when offering a solution, be courteous and respectful. Let the customer know you are willing to take ownership of the issue, even if it was out of your control. Take charge of the situation and let the customer know what you are going to do to solve the problem.

A quick follow-up phone call a few days later to make sure everything is OK is icing on the cake. Even a small gesture of apology can turn this interaction from disaster to legendary. The cost could be minimal – maybe a simple upgrade on the customer's next purchase or a small gift certificate. A simple gesture like this could result in a future referral or a positive word-of-mouth marketing recommendation.

When you resolve customer complaints successfully, you will better understand their needs, retain them as loyal customers, and enhance your business.

(http://www.trainingmag.com/content/

how-handle-customer-complaints)

Task 7. The following short dialogue provides some helpful phrases to deal with complaints. Act out the dialogue with a partner.

When a complaint occurs, it's important for customer service reps to gather information to help resolve the problem.

Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.

Customer Care Rep: What seems to be the problem?

Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.

Customer Care Rep: Did you read the instructions that came with the computer?

Customer: Well, yes. But the troubleshooting section was no help.

Customer Care Rep: What happened exactly?

Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.

Customer Care Rep: How were you using the computer when you tried to connect to the Internet?

Customer: I was trying to connect to the Internet! What kind of question is that?!

Customer Care Rep: I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.

Customer: I bought this computer with the software pre-loaded. I haven't touched anything.

Customer Care Rep: We’re sorry that you've had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.

Customer: OK, that will work for me.

Customer Care Rep: Is there anything else I need to know about this that I haven’t thought to ask?

Customer: No, I'd just like to be able to use my computer to connect to the Internet.

Customer Care Rep: We'll do our best to get your computer working as soon as possible.

(http://www.jazyky-online.info/cestovani/lesson/print/06-01.pdf)

Task 8.Use the Key Phrases to make up dialogues with your partner. Act them out for the classmates.

1. What seems to be the problem?

2. What happened exactly?

3. I'm afraid it's not our policy to ...

4. I promise you I'll ...

5. Did you read the instructions that came with the ...?

6. How were you using the ...?

7. I understand you're upset, sir.

8. I'm just trying to understand the problem.

9. We’re sorry that you’ve had a problem with this product.

10. Is there anything else I need to know about this that I haven’t thought to ask?

Task 9. How to respond to complaints: learn useful phrases.

There are four basic steps you shall follow when responding to f your clients' complaints:

apologize -> ask for more details -> act -> ask for feedback